The player from Germany faced prolonged verification issues with Fatpirate, which lasted 3 months, primarily due to repeated rejections of his proof of crypto wallet. He explained that Trust Wallet did not provide the requested personal data, yet his submissions were consistently rejected. The verification was eventually completed after the complaint was raised, and the player’s withdrawals were processed successfully. The issue was then marked as resolved by the Complaints Team.
FatPirate Casino - Player’s verification process is delayed.
Resolved
Our verdict
Case closed
Amount: €1,921
FatPirate Casino
Safety Index 7.5 Above averageCase summary
Discussion
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2 months ago
Translation
Hello, my verification with Fatpirate has been going on for 3 months and there's been no progress. There's only one document that keeps getting rejected: proof of my crypto wallet.
Fatpirate is demanding that I take a screenshot of my crypto wallet that includes my real name, address, email, and date of birth. I've explained to the live chat numerous times that Trust Wallet doesn't collect this data and that I can't upload the requested document because it simply doesn't exist. All attempts have been unsuccessful. My screenshot from Trust Wallet showing my address has been repeatedly rejected for months, and they keep demanding the same thing.
At this point I can no longer proceed on my own and I need your help, please. 
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Nibadon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please let me know which other verification documents you have already provided and when exactly you sent the last one?
- What specific documentation has Fatpirate accepted in the past, if any?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
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2 months ago
TranslationI always uploaded all documents immediately after they were requested. Previously, this included my ID, a face scan, a selfie linked to the website, and proof of deposit. Everything was accepted.
My Trust Wallet verification is consistently rejected. I first uploaded this document two months ago and have uploaded it at least five times since, but it's rejected every time, even though I've repeatedly explained that no other document is acceptable and that what Fatpirate is requesting doesn't even exist.
Crypto wallets like Trust Wallet do not collect any personal data and consist solely of a crypto address. This address is clearly visible in my screenshot, and I made my deposits from the same address.
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2 months ago
Thank you for your reply and for providing the previous details, Nibadon.
- Have you received any updates or responses from Fatpirate regarding your requests?
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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2 months ago
TranslationHi Petra, my verification was indeed finally completed 3 days ago. Now I'm still waiting for my withdrawals to be processed.
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1 month ago
TranslationI received all the money. Even though the casino didn't mention it, I'm sure it was because of the complaint that things suddenly moved faster.
Thanks Casino Guru
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1 month ago
Dear Nibadon,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petra
Casino.Guru
